Renters FAQs

Your Property Manager is the ideal person to contact, but you may also phone us at 03 8676 7800 or email enquiry@momentgroup.com.au.

Use the application link in the property listing or the secure link provided by the agent. Check the inspection requirements and prepare the requested documents before applying. If you cannot find the link, contact our leasing team.

Your property manager will explain your welcome information, rent payment details and communication options. Follow the invitation or instructions they provide to access your tenancy in PropertyMe. Contact us if you need help getting started.

A service request should be submitted when there is a physical issue in or around your house that requires the attention of a repair specialist.

For everything else, you should submit a general support message. This might include inquiries regarding paying rent, your contract, renewing your lease, vacating your house, or other situations that require continued communication.

You can submit as many service requests or support messages as your current situation requires. Please avoid submitting the same request or support message more than once, as this will slow down the process of getting your problem solved.

It's the same as sending an email. Simply provide a subject line, a brief description, and any necessary attachments. You must also select a category so that we can serve you better. After you've submitted your support ticket, you can continue to post updates and necessary files in the same thread.

Use the PropertyMe Tenant app or the non-urgent repair form on this website. Include your address, a description of the fault and any useful photos. For urgent repairs, contact your property manager promptly rather than relying only on an online message.

Repairs that are urgent must be completed as soon as possible because they make the home dangerous or difficult to live in. Anything on this list is considered an emergency repair by law:
• burst water service
• blocked or broken toilet system
• serious roof leak
• gas leak
• dangerous electrical fault
• flooding or serious flood damage
• serious storm or fire damage
• an essential service or appliance for hot water, water, cooking, heating, or laundering is not working
• the gas, electricity or water supply is not working
• a cooling appliance or service provided by the rental provider is not working
• the property does not meet minimum standards
• a safety-related device, such as a smoke alarm or pool fence, is not working
• an appliance, fitting or fixture that is not working and causes a lot of water to be wasted
• any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure
• a serious problem with a lift or staircase

Fire - call 000 immediately.
Burglary or robbery - call 000 immediately.

The PropertyMe Tenant app helps you view tenancy information, contact your property manager and track repair requests. Use the access instructions provided by our team. If you cannot use the app, contact us for another way to communicate.

We take feedback seriously! We love hearing what you have to say and how we could improve. We are always considering how we can apply the feedback we receive to solve problems and make real improvements. If you believe there's something we can do, please let us know via the tenant app or email enquiry@momentgroup.com.au.

Rent is in arrears when it remains unpaid after the due date in your agreement. Contact your property manager as soon as you expect difficulty paying. Formal notices and any further action must follow Victorian rental law; a notice does not itself authorise eviction.

We all have times when money is tight or people let us down. However, if you know your rent is due and you are not going to be able to pay it in time, please call or email your property manager immediately.

In Victoria, the first routine inspection may take place after the first 3 months of the rental agreement. Routine inspections may then occur no more often than every 6 months, with at least 7 days’ written notice. Your property manager will confirm the arrangements.

If you wish to plant additional plants in the gardens, please email your property manager detailing which plants and where you wish to plant them. This will need to be approved by the landlord prior to you making any changes.